Front Office Manager

Looking for employment and want to stay ahead of the competition? Do you want to work for a place that knows how to work hard AND have fun?  If you’re ready to break the bonds of chain-affiliated hotel regimes and achieve service excellence, Brookstreet is the place to be! This 276 room luxury hotel is located in the heart of Ottawa’s high tech community and is guaranteed to offer unique experiences for guests and employees alike. Are you ready to break the bonds of typical chain-affiliated hotel regimes and drive innovation in your area of expertise?

Front Office Manager

Role and Responsibilities  

• Present a positive and professional image as a hotel ambassador for the organization to all visitors, suppliers, inquiries, and other interactions.
• Developed and mentor a successful Guest Services Team of 25+ agents
• Coach and mentor the Guest Services, Night Audit, Communications, Guest Room Dining, and Bell Teams by creating an empowered and innovative work environment.
• Run Departmental Meetings - Manage and provide advice, support, guidance, and direction to Guest Services Team - monitor the performance of staff on an on-going basis; conduct annual performance reviews; and initiate disciplinary action as required
• Key contact for Emergency Procedures and General Crisis Management ensuring internal and external Guest safety
• Create and conduct training for new Team Members
• Manage financial policy and procedures for the Guest Services Team
• Schedule Guest Services Team for both work and social activities - Coordinate the front-office activities of the hotel and resolve problem
• Manage the Manager on Duty Program
• Inspect property and services to ensure compliance with licensing laws, health and safety and other statutory requirements
• Developed and maintained standard operating procedures for the Guest Services Department
• Aid in the preparation of budgets and the monitoring of expenses, responsible for department purchases maintaining corporate budget goals, manage inventory and inventory procedures
• Conduct administrative duties as required such as reporting and following up on outstanding invoices
• Review VIP reports to ensure all special requirements are met.
• Assist departments within the hotel with inquiries or questions and respond to any requests
• Assist Guests inquiries or questions and respond to any requests as needed 
• Confer and coordinate with other Department Managers to coordinate hotel activities, such as weddings, group arrival and departure and conferences requirements
• Answer customer questions regarding policies and procedures
• Responsible to handle Guest complaints, issues and challenges and resolve to the Guest satisfaction
• Provide Concierge services such as shuttle service for our Leisure & Corporate Guests and Hotel Guest Loyalty program
• Review Property Management system of Guest comment cards and feedback and respond when required on behalf of the hotel as well as update Guest profile with applicable Guest information.
• Work directly with the Revenue Manager in regards to yield management of the hotel
• Work directly with the Housekeeping Manager balancing room inventory
• Work directly with the Food and Beverage Manager in regards to Guest Room Dining setting policy and procedures
• Work directly with the Marketing and special project manager in regards to hotel initiatives and projects
• Attend daily, weekly and monthly hotel operational meetings
• Run various reports on the computer for management.
• Prepare Billing for groups; collect payment for individual Guests and groups
• Conduct administrative duties as required such as reporting and following up on outstanding invoices.
• Assist the team with overall operational responsibilities such as answering the telephone, taking reservations, checking Guests in and out of the hotel, working in the lobby to greet Guests and providing direction.
• Developed and created job descriptions and recruitment kit for effective recruiting, screening, interviewing and retention of the Guest Services Team.
• Manage incentive programs to optimize revenue that is beneficial to the operation.
• Other duties as required throughout the hotel to assist all departments

QUALIFICATIONS:

• Minimum 3 years previous supervisory/management experience in Front Office operations, Hotel experience.
• University degree or College diploma in Hotel Management
• Housekeeping experience is an asset
• Proficiency of computerized Hotel Property Management systems required with emphasis in Front Office systems.
• Proficiency in Microsoft Word and Excel.  (Strong Administrative Skills)
• Must have cash/float handling experience.
• Superior leadership and coaching skills with a proven track record of developing and motivating career minded Front Office professionals.
• Must be able to work shift work, including weekends, evenings, overnights, and holidays.
• Strong Guest service orientation and training skills background required.
• Excellent written and verbal communication skills required.
• Highly organized, results-oriented with the ability to be flexible, multi-task and work well under pressure.
• Must have Smart Serve certification (Manager on Duty requirement)
• Bilingualism French /English is an asset

Brookstreet is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.  Brookstreet Hotel welcomes and encourages applications from candidates with disabilities, to support the Integrated Accessibility Standards, Ontario Regulation 191/11 for the Employment Standards set forth under the Accessibility for Ontarians with Disabilities Act, 2005. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodations and/or a copy of these documents in an alternate format for reasons related to a disability, please contact our Casting Department (Human Resources) at 613-271-3592. To review our AODA IASR Employment Policy please contact the Casting department.